Project charter on patient satisfaction
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project charter is all about the patient satisfaction which includes process measure, outcome measure and balancing measure.
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project on patient satisfaction
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• Lean and Six Sigma principles to use to accelerate improvement
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Lorraine100Lorraine Hutzler is the Associate Director of the Center for Quality and Patient Safety at NYU Hospital for Joint Diseases at the NYU Langone Medical Center and a Principal of Labrador Healthcare Consulting. She designed, built and maintains a robust quality infrastructure for the Department of Orthopaedic Surgery. Lorraine has extensive expertise in quality metrics management and reporting as well as Lean and Six Sigma Certification.
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The document discusses the benefits of green or sustainable hospital design. Green hospitals aim to conserve natural resources through energy and water savings of 20-50% while also improving patient and staff comfort. Design elements like increased natural lighting, indoor plant life, and non-toxic materials enhance air quality and health. Studies show patients recover faster in environments with views of nature. Case studies demonstrate that green hospitals achieve tangible cost savings as well as intangible benefits like reduced sick building syndrome and more productive patient healing.
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1) Hospitals are shifting from mass marketing to targeted direct marketing using customer databases to improve patient acquisition, retention, and win-back.
2) Healthcare marketing goals are similar to consumer companies, focusing on getting more patients, retaining current patients, and regaining lost patients.
3) CRM testing for hospitals showed database marketing can cut marketing costs by over 75% while increasing profitability for existing patients and driving more prospects to their facilities.
Patient Experience
Patient Experience Defined. Patient experience encompasses the range of interactions that patients have with the health care system, including their care from health plans, and from doctors, nurses, and staff in hospitals, physician practices, and other health care facilities.
Managing the hospital in-patient experience | Understanding where to invest
Few would argue the importance of delivering a quality patient experience, but how do you determine where improvements would have the greatest impact?
Siegel+Gale's Rolf Wulfsberg, PhD, Global Director of Quantitative Insights, shares a unique analysis of patient experience data from a national study of hospital patients.
+ Gain insights into the findings of our recent PinPoint™ study that examined the experiences of 500 hospital patients nationally
+ Learn how it is possible to segregate the impact of different touch points on the overall patient experience
+ See patient experience strategy maps that help inform investment decisions
+ Understand how the drivers of patient acquisition differ from the drivers of retention (e.g., word of mouth recommendations to others)
+ Learn some specific steps that can be taken to improve the hospital experience
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Maxime Lê is a graduate of health sciences from the University of Ottawa that has worn many hats for many roles. Chief among them is being a patient advisor for The Ottawa Hospital. Having frequently been a patient and having a passion for health and healthcare, he decided to get involved at The Ottawa Hospital to help improve care, research and advocate for patients. Maxime, while sharing his hands-on experience and insights, answered the questions that healthcare providers, researchers, or prospective patient advisors may have, such as: ''What does it mean to be a patient advisor?'', ''Why is it important?'', and ''What impact does it have?''.
The webinar was followed by an interactive question and answer session. In patient department
The document outlines the key business processes in an Indoor Patient Department (IPD) and how they can be managed through an ERP system. It describes the initial process when a patient arrives, including registration, bed allocation, file creation, and transferring the patient to the appropriate ward. It then discusses upstream and downstream departments that interact with IPD like administration, pharmacy, labs, billing etc. Finally, it categorizes the different types of data handled in an ERP system for IPD as operational, transactional, and master data.
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The document summarizes a study on patient discharge processes at a multispecialty corporate hospital. It defines patient discharge and discusses factors that can delay the discharge process, such as waiting for test results or lack of post-discharge care facilities. It outlines the objectives of studying the discharge process and roles of hospital staff. A literature review found delays averaged 2.9 days due to issues like testing scheduling and physician decision-making. The document also describes the research methodology used and limitations of studying one hospital over two months.
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How to Engage Physicians in Quality/Safety Improvement Using Metrics
The unsustainable rising cost of medical care is creating financial pressures that will critically alter the way that health care is both paid for and delivered. Limited resources dictate that we become more efficient at providing high quality care. In an effort to provide financial incentive for delivering quality care the Federal government instituted Value Based Purchasing (VBP) and Bundled Payments. In order to maximize reimbursement under these programs, providers of health care must follow to the basic tenants of the quality principles.
Lorraine Hutzler, Associate Director of the Center for Quality and Patient Safety at NYU Hospital for Joint Diseases at the NYU Langone Medical Center, will discuss:
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The document discusses the importance of patient satisfaction surveys focusing on meaningful information. It recommends that surveys should be short, with 10-15 sections taking 5-10 minutes to complete, to encourage participation. While covering key areas, surveys should also leave room for general comments. Administering surveys daily and regularly tabulating data prevents bias in patient selection. A meaningful survey obtains information on communication, staff knowledge, attitude, physician style, procedure information, willingness to refer, and overall experience.
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Jamalpu rquality eye_care_ in lions eye hospitals
1) Many Lions hospitals do not have regular eye clinics or select many surgery patients from their clinics. They depend on funding from the NPCB program.
2) Hospitals could only afford staff salaries and maintenance with this funding and did not follow proper sterilization processes or quality standards.
3) Improving quality is essential to be eligible for programs like Ayushman Bharat and to attract more paying patients to become financially sustainable. Maintaining quality requires training staff, following standards, and getting accreditation.
Nurse satisfaction and patient satisfaction
This document discusses nurse and patient satisfaction. It defines job satisfaction for nurses as positive feelings about their work, while patient satisfaction measures how content patients are with their healthcare. Factors that influence satisfaction include motivators like achievement and hygiene factors like pay and conditions. The objective of patient satisfaction is to provide positive outcomes for patients, staff, and the organization. Ten pillars of patient satisfaction are outlined, and advantages of high nurse and patient satisfaction are improved retention, referrals, and staff morale. Professionals are advised to prioritize patient priorities and involvement.
Patient satisfaction
This document discusses patient satisfaction in healthcare. It defines patient satisfaction as an indicator of how well patients are treated. Surveys are commonly used to measure patient satisfaction and provide insights for healthcare providers. Factors that affect patient satisfaction include appropriate care, respect, safety, availability, efficacy, effectiveness, continuity of care, and timeliness. The document provides tips for improving patient satisfaction such as training employees, educating patients, differentiating staff roles, empowering nurses, being flexible, and following up with patients. It distinguishes between patient experience and satisfaction and discusses using question prompt lists to enhance communication and patient participation.
Quality assurance ppt
quality assurance slides include components, models, approaches, cycle of quality assurance is included in the slides.
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A dissertation report on analysis of patient satisfaction max polyclinic by ...
A dissertation report on analysis of patient satisfaction max polyclinic by ...Mohammed Yaser Hussain
Hospitals are increasingly becoming sensitive to the needs of the patients as will the community. It is no longer the sellers [providers] market. Except for the totally free service provided by the Government run hospitals and a few hospitals run by the civic hospitals.
According to Dona Bedian
“Patient satisfaction may be considered to be one of the desired outcomes of care, even on element of health status itself” and that “information about patient satisfaction should be as indispensable to assessment of quality as to the design and management of health care system.
During the recent years the use of patient satisfaction surveys has increased in health care industry due in part to the belief that perception of quality is an important factor in demand for services and that survey result may have significant effect on provider behaviour. According to Ware “patient satisfaction is a determinant of a healthcare provider or system. Use of services complaints and malpractice suits”.
Use of patient satisfaction survey as a tool for quality improvement has become extensive in almost all western countries. Most hospital have a system of obtaining routine feedback from all the discharge patients. The quality improvement task force of the joint commission of accreditation of the health care organization in USA is also encouraging hospitals to mandate surveys are conducted in private hospitals.
Patient Satisfaction Patient Satisfaction Today • Ha.docx
Patient Satisfaction
Patient Satisfaction Today
• Has become an important buzzword in health
care.
• Patients have access to hospital “report card”
patient satisfaction and quality scores.
– Ex: Hospital Compare
• Hospital placing high priority for patient
satisfaction due to scores being tied to
reimbursement rates.
Patient Satisfaction Today
• Patients are better informed.
• Patients want to understand their medical
care and be a part of the decision-making
process.
• Health care is featured almost daily in the
media, increasing patient expectations of the
care provided.
How is Patient Satisfaction Measured?
• Hospital Consumer Assessment of Healthcare Providers
and Systems (HCAHPS) Survey.
• Standardized survey to gather and compare data across
the nation.
• 27 questions based on:
– Physician/Nurse/Staff Communication
– Hospital Environment
– Pain Management
– Overall rating
– Recommendation of Hospital
• Conducted through mail and/or telephone.
• Conducted after patient discharge.
Sample HCAHPS Questionnaire
• During this hospital stay, how often did nurses treat you with courtesy and
respect?
1. Never 2. Sometimes 3. Usually 4. Always 5. Non Applicable
• During this hospital stay, how often did doctors treat you with courtesy
and respect?
1. Never 2. Sometimes 3. Usually 4. Always 5. Non Applicable
• During this hospital stay, how often was the area around your room quiet at night?
1. Never 2. Sometimes 3. Usually 4. Always 5. Non Applicable
• Would you recommend this hospital to your family and friends?
1. Definitely No 2. Probably No 3. Probably Yes 4. Definitely Yes
• Using any number from 0–10, where 0 is worst hospital possible and 10 is
the best hospital possible, what number would you use to rate this
hospital?
Hospital Compare
Impact of ACA on Patient Satisfaction
• Pay For Performance (P4P).
• DRG payments are adjusted based on
performance on HCAHPS (30%) and clinical
process measures (70%).
• Patient satisfaction makes up 30% of hospital’s
score.
– Recommend Hospital
– Rate Hospital 9–10
Excellent Patient Satisfaction
• Excellent customer satisfaction goes beyond
patient interaction during hospital stay.
• Organizations judged on customer service the
instant contact is made with patient or family
member (phone, face-to-face, email, etc.).
• Higher patient satisfaction with inpatient care
and discharge planning is associated with
lower 30-day readmission rates.
» Source: AM J Managed Care, 2011; 17(1): 41-48
Trickle Down Effect of Excellent Service
• Providing excellent service leads to happy
patients who are less anxious.
• Less anxious patients are more cooperative,
leading to positive results.
Patient Needs
• Customer-friendly environment.
• Compassionate, caring, and individualized
care.
• Respect for privacy.
• Cultural sensitivity.
• Timely and proper explanations about ...
QUALITY.pptx
Quality assurance in community health nursing aims to ensure high quality care at primary care settings like PHCs and CHCs. It involves setting standards, monitoring processes and outcomes, and implementing improvements. Nursing audit is used to evaluate care quality by comparing actual practice to written standards, examining findings, and taking corrective actions. Standards help provide guidelines for performance, evaluate care quality, and improve documentation. Adherence to standards like the Indian Public Health Standards helps strengthen primary care services.
QUALITY ASSURANCE
1) Quality assurance in nursing aims to ensure effective and safe patient care through setting standards, monitoring performance, and improving care.
2) It involves defining quality, establishing a quality assurance cycle to identify issues and implement changes, and using techniques like audits and appraisals.
3) Ensuring quality faces challenges from issues like nursing shortages, evolving health needs, and expanding medical knowledge that require continuous adaptation.
nursing audit
Nursing audit is a systematic review of nursing care to evaluate quality and ensure standards are met. It compares actual nursing practices to agreed upon standards through analysis of patient records. The goals of nursing audit include improving patient care, identifying areas for improvement, and justifying costs. The audit process involves developing criteria, collecting data, comparing to criteria, and implementing changes. Advantages include quality assurance and reducing errors. Disadvantages include being time-consuming and only evaluating documentation, not actual care.
Performance Performance Dashboard
This document provides an overview of a presentation on navigating value-based reimbursement. The presentation covers MACRA regulations, readiness for MACRA, the significance of MACRA, leveraging technology, promoting interoperability, provider performance dashboards, additional dashboard benefits, healthcare and technology, and a wrap up. Key points include how MACRA replaced previous Medicare reimbursement with pay for performance, its two participation paths of MIPS and APMs, and how technology will be important for population health and meeting MACRA requirements through tools like provider performance dashboards.
Operational Management in Health Administration
The document provides an overview of operational management in healthcare administration. It discusses key topics like the definition and importance of operational management, parts of operational management including gap analysis and problem improvement. It also covers trends in operational management, best practices for hospitals, challenges in healthcare operational management, and examples of operational management at BPKIHS including clinical services provided like OPD, inpatient, emergency services and support services like laboratory, radiology etc.
Module 1 Patient and staff satisfaction.pptx
This document provides information on measuring patient satisfaction, patient experience, and staff satisfaction. It begins with objectives of explaining the relationships between these factors and practicing satisfaction measurement in hospitals. It then covers definitions of patient satisfaction and patient experience, how they differ, and factors that influence them such as quality of care and communication. Benefits of high patient satisfaction and positive patient expectations are improved clinical outcomes, safety, and lower healthcare utilization. Staff satisfaction is also discussed as relating to job performance, morale, quality of care, and patient satisfaction. Factors that influence staff satisfaction include the work itself, supervision, relationships, opportunities, and pay. The document presents examples of surveys used to measure these satisfaction levels.
self evaluation,peer evaluation,patient satisfaction and utilization review
This document discusses various quality improvement processes in healthcare including self-evaluation, peer evaluation, patient satisfaction, and utilization review. It provides definitions and purposes of each process. For self-evaluation and peer evaluation, it outlines benefits, tools, and potential limitations. For patient satisfaction, it discusses methods of evaluation and factors to assess. Utilization review aims to reduce costs through evaluating patient cases and claims. The document concludes with details on a research study that found implementing regular nursing rounds improved patient satisfaction scores.
Final presentation patient satisfaction
Patient satisfaction is important for hospitals and healthcare providers. It is measured using surveys like HCAHPS which assess patient perceptions of care. High patient satisfaction is important for hospitals as it influences reimbursement and can incentivize improving quality. Nurses play a key role in patient satisfaction through fundamentals like communication, personalized care, and accountability. Hospitals should focus on initiatives that empower nurses and improve organizational culture to boost both patient satisfaction and nurse satisfaction.
Quality assurance in nursing
THE EXPENSE OF QUALITY IS AN INTERACTIVE PROCESS BETWEEN CUSTOMER & PROVIDER. QUALITY ASSURANCE USUALLY FOCUSES ON MATERIAL, GOOD WORK & SERVICE PROVIDED EFFECTIVELY. ANY LACK IN SERVICE PROVIDED CAUSES DECREASE IN QUALITY
Quality assurance in nursing
1). Quality assurance in nursing aims to systematically evaluate nursing care services and their impact on health outcomes. It helps ensure nursing care meets established standards and identifies areas for improvement.
2). There are general approaches like credentialing, licensure, accreditation, and certification that evaluate a person or agency's ability to meet criteria. Specific approaches like peer review and audits evaluate individual instances of care.
3). Models like the Donabedian model and ANA model provide frameworks to implement quality assurance programs through assessing structure, process, and outcomes and incorporating plan-do-check-act cycles. Quality assurance benefits nursing practice and accountability.
1.Quality Intro.pptx
Quality in healthcare refers to doing the right thing at the right time in the right way for the right person to achieve the best results. A quality management approach involves systematically monitoring, analyzing, and improving an organization's performance to continually enhance patient care and outcomes. Total quality management is a philosophy that aims to provide value to customers through continuous improvement of people, skills, and processes to build excellence throughout an organization. This will result in increased customer satisfaction, productivity, profits, and market share along with decreased costs. Quality can be assessed using Donabedian's structure-process-outcome approach, which examines how resources, policies, and the provision of care influence treatment results. Common quality problems include overuse, underuse, and mis
Similar to Project charter on patient satisfaction (20)
How to Engage Physicians in Quality/Safety Improvement Using Metrics
How to Engage Physicians in Quality/Safety Improvement Using Metrics
Patient satisfaction surveys should focus on meaningful information
Patient satisfaction surveys should focus on meaningful information
Care Analytics tablet based assessments for patient satisfaction
Care Analytics tablet based assessments for patient satisfaction
A dissertation report on analysis of patient satisfaction max polyclinic by ...
A dissertation report on analysis of patient satisfaction max polyclinic by ...
Patient Satisfaction Patient Satisfaction Today • Ha.docx
Patient Satisfaction Patient Satisfaction Today • Ha.docx
self evaluation,peer evaluation,patient satisfaction and utilization review
self evaluation,peer evaluation,patient satisfaction and utilization review
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Project charter on patient satisfaction
- 2. BACKGROUND • Patient satisfaction is the extent to which patients are happy with their health care, both inside and outside of the doctors office. • The study has been made in a tertiary care hospital in Delhi. • Patient satisfaction is an indicator that should be indispensable to the assessment of the quality of care in the hospital.
- 3. AIM To increase patient satisfaction from 60% to 80% within 3 months (May 2019- July 2019)
- 4. SCOPE • A patient’s expression of satisfaction or dissatisfaction is the judgment on the quality of hospital care in all of its aspects. • It is a highly desirable outcome of clinical care in the hospital • All the services rendered to patient from admission to discharge will be focused.
- 5. MEASURES
- 6. OUTCOME MEASURE • Increased patient satisfaction • Customer service excellence. • Increased clinical outcomes • High number of patient retention • Less number of medical malpractice claims • Timely, efficient and patient centered delivery of quality of care.
- 7. PROCESS MEASURE • Evaluate entire care teams and not just individual providers. • Measure communication devices and electronic feedback system that alert staff in real time. • Use healthcare analytics to understand and act on data • Measure employee meeting targets. • Measure TAT for every process i.e. from admission to discharge. • Evaluate responsiveness of hospital staff • Focus on medication and pain management.
- 8. BALANCING MEASURE • Patient feedback isn’t credible because patients lack formal medical training • Patient experience measures could be confounded by factors not directly associated with the quality of processes. • Patient experience measures may reflect fulfillment of patient’s a prior desires oe expectations ( e.g. request of certain drug regardless of its benefits)
- 11. TEAM • Public Relation officer/ Assistant Public relation Officer. • Medical Superintendent • Nursing Superintendent • Quality Head • HOD Of The Departments
- 12. THANK YOU…